Some handy tips on handling CCL Maintenance tickets

These tickets should be reviewed first for what sort of activity is taking place, is it urgent, what sort of lead time do we have from CCL (how soon is the activity happening). Is the activity customer-impacting? You may need someone else from the Ops team to confirm this. 


Examples of the sorts of maintenance notices we see from CCL are:



  • UPS Maintenance - generally not impacting unless something goes wrong, we don't notify customers of this work so this just needs to be added to the Platform Support event calendar, set the ticket to "Waiting on third-party" and then resolve the ticket once the date has passed with something like "Event window has passed, no known impacts, resolving ticket".
  • Firewall or infrastructure maintenance - this will have an impact on our CCL hosted clients and we will need to do planned event comms for this, along with adding a Freshservice Announcement and adding this to the Platform Support event calendar.  Once notifications are done, as above set the ticket to "Waiting on third-party" and then resolve the ticket once the date has passed with something like "Event window has passed, no known impacts, resolving ticket".
  • Cloud Creator (or VM?) maintenance - my understanding is that this won't be customer impacting - but this is the sort of thing that should be qualified by one of the more salty/senior ops team members :)



WRT triaging these, they shouldn't need much as most of this is set by the workflow automation, but below is a screenshot of the "settings".  These should also remain in the Level 2 service requests queue.


Lastly, those needing planned work comms, or where you're unsure if the work will be customer-impacting, these should be assigned to Tony in the first instance, or Leanne if Tony is away/unavailable, etc. All others can be assigned to someone in the Platform Support team to add to the Platform Support event calendar and monitor.




See our article for how to create a Freshservice Announcement.

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